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Summary
In order to take calls in a Call Center, representatives need to log into the phone with an Agent Code. Each call center has its own rules and guidelines about when to log in or out, so check with your supervisor for guidance about when you need to do these tasks.
How-To
Task: Log In at the beginning of a phone shift
Instructions
Step 1 - Press the "Log In 747" button or dial "747" on the phone keypad. You will hear dial tone again.
Step 2 - Type your Agent Code (5-digit number). You will hear three confirmation beeps and may see a list of phone skill codes on the phone display screen (depending on the specific phone set you are using).
- Your supervisor can tell you what agent code to use.
- You might use different agent codes to take different types of calls.
Step 3 - Hang up the phone or wait a few seconds for the call to end itself.
Outcome
Your phone agent is logged in, automatically set in the AuxWork mode, but not yet available to receiving incoming calls.
Task: Log Out at the end of a phone shift
Instructions
Step 1 - Press the "Log Out 748" button or dial "748" on the phone keypad. You will hear three confirmation beeps.
Outcome
Your phone agent is logged out.
Further readings
HD Call Center: Using Call Center phone status buttons (ETS Internal)
Phones: Using Call Center Functions
Need additional help?
If you have questions or need additional help with these topics, please reach out to your Team Lead or supervisor for assistance.